Patient Support Coordinator (Digital Health)

Location: Hybrid working from the Winnersh Triangle office in the United Kingdom, with three days on site and two days working from home after training. Full-time, five days per week, including weekend shifts. Working hours are 7:30am–4:30pm or 9:30am–6:30pm.

Salary: £28,000–£30,000 per year.

Company

Digital health company specialising in cannabis-based prescription medicines and focused on improving access to safe, effective treatments.

What you will do

• Act as the first point of contact for patients by telephone, providing professional, compassionate and accurate support.
• Manage enquiries about prescriptions, medication availability, deliveries and potential delays.
• Take ownership of queries, resolve issues proactively and keep patients informed throughout the process.
• Work with Pharmacy, Clinical, Patient Support and healthcare professional teams to investigate and resolve medication-related concerns.
• Provide guidance on prescription processes, escalate clinical questions and refer sensitive or complex cases to appropriate teams.
• Maintain accurate patient records and support the safe, timely delivery of medication in line with internal policies and regulatory requirements.

Requirements

• At least two years of experience in customer service or a patient-facing environment.
• Experience handling high-volume telephone enquiries and challenging conversations.
• Excellent communication and interpersonal skills, including empathy, patience and professionalism.
• Strong attention to detail, accurate record keeping and confidence using multiple IT systems.
• Ability to prioritise competing demands, remain calm under pressure and take ownership of issues through to resolution.
• Ability to follow policies, procedures and standard operating procedures in a regulated environment and collaborate across teams.

Nice to have

• Experience in healthcare, pharmacy or another highly regulated environment.
• Experience supporting patients or customers with sensitive, complex or time-critical enquiries.

Culture & Benefits

• 25 days of annual leave, increasing to 27 days after one year and 30 days after two years, plus bank holidays.
• 5% matched pension contribution.
• Cycle-to-work scheme.
• Professional development and career progression opportunities.
• Supportive and collaborative working environment with the opportunity to make a meaningful difference to patients' lives.